Missing Insights? Voice Data Health And The Contact Center

Posted by Alissa Pagels-Minor on Oct 11, 2019 1:50:58 PM

Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs  like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.

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Topics: call center, agent monitoring, Call Center Analytics, call analytics, call recording, contact center, customer analytics, Automated Insights, BI Tools

5 Benefits of Using a Business Intelligence Tool: Turn your Voice Data into Opportunities

Posted by Alissa Pagels-Minor on Aug 14, 2019 3:39:23 PM

Why should you use a business intelligence (BI) tool? Because big data is everywhere, and you need a reliable way to distill and consume that information effectively. Put simply, a BI tool is a type of application software designed to retrieve, analyze, transform, and report data for enterprises. 

Since the 1960sbusiness intelligence has been evolving alongside the technology it accompanies, and when in use, it provides a holistic and comprehensive view of your business data. These tools, such as Tableau, can extract information gathered from your business’ designated data warehouse to provide targeted intelligence in a timely manner, and improve the decision-making process.

Whether they realize it or not, every department is collecting data on a daily basis. VoiceBase helps these businesses gain a better understanding of their customer’s wants, needs, and concerns by automatically transcribing, analyzing and predicting events within customer data using AI-powered speech analytics.

Without a BI tool, all of this insightful data is just sitting there–unorganized and under-utilized. Unstructured data is not only a huge problem, but a growing liability, with Gartner estimating that as much as 80% of the world’s data is unorganized. “We found that while 74% of firms say they want to be ‘data-driven,’ only 29% say they are good at connecting analytics to action. That is the problem,” says Brian Hopkins, VP Principal Analyst at Forrester Research Inc. It’s time to connect the dots, and implement a business intelligence tool. Here’s five benefits to using a BI tool with your speech analytics efforts.

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Topics: big data, speech analytics, call analytics, Automated Insights, Tableau, BI Tools

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

The Modern Speech Analytics Playbook

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